title: Context-based strategies for engaging consumers with public reports about health care providers.
abstract: Efforts to engage consumers in the use of public reports on health care provider performance have met with limited success. Fostering greater engagement will require new approaches that provide consumers with relevant content at the time and in the context they need to make a decision of consequence. To this end, we identify three key factors influencing consumer engagement and show how they manifest in different ways and combinations for four particular choice contexts that appear to offer realistic opportunities for engagement. We analyze how these engagement factors play out differently in each choice context and suggest specific strategies that sponsors of public reports can use in each context. Cross-cutting lessons for report sponsors and policy makers include new media strategies such as a commitment to adaptive web-based reporting, new metrics with richer emotional content, and the use of navigators or advocates to assist consumers with interpreting reports.
authors.affiliation: Shaller Consulting Group, Stillwater, MN, USA d.shaller@comcast.net.
authors.forename: Dale
authors.initials: D
authors.lastname: Shaller
authors.affiliation: RAND Health, Santa Monica, CA, USA.
authors.forename: David E
authors.initials: DE
authors.lastname: Kanouse
authors.affiliation: Yale University School of Public Health, New Haven, CT, USA.
authors.forename: Mark
authors.initials: M
authors.lastname: Schlesinger
mesh_terms: D022126:Access to Information; D003256:Community Participation; D003258:Consumer Behavior; D006801:Humans; D011787:Quality of Health Care; D014481:United States
keywords: consumer engagement; health care quality; medical consumerism; public reporting